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Top : Customer Service - Airline Industry : Page 2: Customer service in the airline industry is critical for the survival of air carriers around the world. Whether you're interested in airline sales personnel, airline attendents, or pilots, you'll find information about airline customer service, and how to improve it here.
Articles:
Profits Soar When Airlines Listen- by Julia McCandless
Read how the airline industry has provided better customer serive by using speech-recognition technology, so claimes this article from June 2000 published by CRM magazine. Customers can receive information faster using this technology than the traditional voice-mail, touch-tone messages. See if you agree.
(Added:
9-Dec-2004
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1119
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Customer Service, Customer Satisfaction, and Corporate Performance- by Martin Dresner and Xu Kefeng
This study (published in 1995) examines the effect of three customer service variables on customer satisfaction and in turn on profitability for U.S. airlines, a service sector industry. The airline industry was chosen for the study because of the availability of an excellent stream of government-collected data on customer service, customer satisfaction, and corporate performance.
(Added:
30-Mar-2006
Hits:
632
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Secrets of Superior Customer Service Airlines- by Gregory P. Smith
Article explains how Singapore International Airlines achieves what some call the best airline customer service in the world.
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(Added:
5-Dec-2004
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3213
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Airline industry needs to back IT- by Daniel Thomas
There is an airline industry-wide need to embrace technology to improve customer service is the theme for this article. The industry should move together to implement high-tech solutions to improve customer service for such processes as issuing airline tickets and boarding passes. See if you agree to the need for the whole industry to beef up their use of technology.
(Added:
10-Dec-2004
Hits:
1260
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Job stress beginning to take toll on some airline workers- by Barbara De Lollis
See how unhappy airline employees make for unhappy customers, which makes for a low score with regards to customer service. According to this article posted at the end of November 2004, this is a problem that is not affecting just one airline, but many airlines. See what sort of customer service you can expect when you are travelling by air.
(Added:
10-Dec-2004
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1207
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IS| New Web Altitude for Alaska Airlines- by Samuel Greengard
Alaska Airlines has embarked on programs that improve service and its relationships with customers and employees while boosting performance and cutting costs. It has made embracing the Internet and using it to maximum advantage a priority. Alaska Airlines began using the Internet in 1995, established an e-commerce division in 1999, and was the first U.S. carrier to offer ticket purchase online. A multidisciplinary team identifies and develops Internet business opportunities. The company introduces online services for customers and employees in phases, based on potential gains.
(Added:
9-Dec-2004
Hits:
1100
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